Page 288 - Annual Report PT Fast Food Indonesia Tbk 2024

LAPORAN KEBERLANJUTAN
SUSTAINABILITY REPORT

PRODUK BERKUALITAS DAN KEPUASAN PELANGGAN
Quality Products and Customer Satisfaction

Melalui sistem penanganan keluhan yang efektif, Through an effective complaint handling system,
Perseroan terus berupaya memperkuat hubungan the Company continues to strengthen customer
dengan pelanggan, meningkatkan kepuasan mereka, relationships, enhance satisfaction, and build long-
serta menjaga loyalitas terhadap merek KFC di term loyalty toward the KFC brand in Indonesia.
Indonesia.

Pengaduan Masuk Complaint Received
Hingga 31 Desember 2024, Perseroan menerima total As of December 31, 2024, the Company received a total
1.009 laporan pengaduan, mencatatkan penurunan of 1,009 complaint reports, marking a decrease of 48.24%
sebesar 48,24% dibandingkan dengan 1.949 laporan yang compared to 1,949 reports received in 2023. Despite
diterima pada tahun 2023. Meskipun terjadi penurunan the decline in the number of complaints, the Company
jumlah pengaduan, Perseroan telah menindaklanjuti dan has followed up and resolved all received reports, as
menyelesaikan seluruh laporan yang diterima, sebagaimana presented in the following table:
tercantum dalam tabel berikut:

2022 2023 2024
Status Laporan
Report Status Jumlah (%) Jumlah (%) Jumlah (%)
Total Total Total
Selesai 1.629 100% 1.949 100% 1.009 100%
Resolved
Dalam Proses 0 0 0 0 0 0
In Process
Tidak Selesai 0 0 0 0 0 0
Unresolved
Jumlah 1.629 100% 1.949 100% 1.009 100%
Total

Pada tahun 2024, tiga topik pengaduan dengan persentase In 2024, the three complaint topics with the highest
tertinggi adalah Akurasi, Ayam, dan Keamanan Pangan. percentages were Accuracy, Chicken, and Food Safety.
Perseroan secara proaktif menangani setiap laporan terkait The Company proactively addressed each report to ensure
untuk memastikan kepatuhan terhadap standar operasional compliance with established operational and quality
dan kualitas yang telah ditetapkan. Seluruh pengaduan standards. All complaints have been resolved through
telah ditindaklanjuti melalui perbaikan proses serta process improvements and enhanced supervision. The
peningkatan pengawasan. Perseroan terus berkomitmen Company remains committed to improving service and
untuk meningkatkan kualitas layanan dan produk guna product quality to meet customer expectations while
memenuhi ekspektasi pelanggan serta menjaga standar maintaining safety standards and operational reliability.
keselamatan dan keandalan operasional.

Selesai Dalam Proses Tidak Selesai
Topik Aduan Resolved In Process Unresolved Jumlah
Topic of Complaint Total
Total % Total % Total %
Cleanliness 3 0,29 0 0 0 0 3
Hospitality 27 2,67 0 0 0 0 27
Accuracy 713 70,6 0 0 0 0 713
Maintenance 1 0,1 0 0 0 0 1
Speedily 22 2,18 0 0 0 0 22
Chicken 80 7,92 0 0 0 0 80
Side Menu 70 6,93 0 0 0 0 70
Beverages 9 0,89 0 0 0 0 9

286 PT FAST FOOD INDONESIA TBK | LAPORAN TAHUNAN 2024